Oddgeir Ltzen Email & Phone Number | I am currently a Team Lead at HCL Belfast, where I manage a Customer Service Team for a banking client. The team I took over had no Team Lead and was in a bad place performance-wise. My team and I are monitored against performance metrics such as CES, AHT, ACW%, TR%, absence, and adherence. Through careful coaching and leading by example, I managed to bring adherence to target (>90%) and absence down from over 15% to under 5%. I also use Excel, Word and PowerPoint to help visualize progress and make sure we are compliant with company policies for addressing adherence and performance. In Amazon Logistics, I was responsible for supervising the operation, leading to a 522% reduction in FSAF from launch to the end of December. My duties include workforce management, coaching, starting shift meetings, linehaul tracking, hourly updates, and liaising with teams to adjust the operation when necessary, resulting in a positive impact on the business, notably improving deliveries to customers. For the 11 months of employment with NOW TV, I worked as a Customer Service Advisor for BB&T for the first 5 months and then moved to the B2B part of NOW, dealing with customer complaints related to billing, technology, unknown charges, and B2B support. My quality of work is measurable, and I consistently performed well, with a quality score of 95 and a compliance score of 100 throughout my employment. As Team Manager for the Norwegian Customer Service agents on the PayPal contract, I was able to demonstrate great success in reducing the team's absence from 14% to an average of under 5%, as well as improving KDI performance with a 5-point jump. I also drove engagement, performance, absence management, and developing future leaders. In addition, I was successful in delivering excellent customer service on time and achieving the targets set by our client.

Oddgeir Ltzen

I am currently a Team Lead at HCL Belfast, where I manage a Customer Service Team for a banking clie...
Belfast, Northern Ireland, United Kingdom

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Oddgeir Ltzen’s Email oddgeir@concentrix.com

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Oddgeir Ltzen’s Location Belfast, Northern Ireland, United Kingdom

Oddgeir Ltzen’s Current Industry Hcl Technologies

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Work Experience

Concentrix

Team Manager

Present

Hcl Technologies

Operations Team Lead

2022-08-01T00:00:00.000Z - Present

Amazon Logistics

Operations Supervisor

2021-10-01T00:00:00.000Z - 2022-08-01T00:00:00.000Z

Firstsource

Customer Service Specialist

2020-11-01T00:00:00.000Z - 2021-10-01T00:00:00.000Z

Dekkmann

Dekkomlegger

2017-10-01T00:00:00.000Z - 2017-11-01T00:00:00.000Z

Norstat

Telefonintervjuer

2015-02-01T00:00:00.000Z - 2017-11-01T00:00:00.000Z

Lionbridge

Independent Consultant

2017-06-01T00:00:00.000Z - 2017-10-01T00:00:00.000Z

Avantas As Anticimex

Konsulent

2015-06-01T00:00:00.000Z - 2015-12-01T00:00:00.000Z

Manpower

Konsulent

2014-03-01T00:00:00.000Z - 2014-12-01T00:00:00.000Z

Skills

No Skills Available

Languages

No Languages Available

FAQ About Oddgeir Ltzen

Oddgeir Ltzen is located at
Belfast, Northern Ireland, United Kingdom

Oddgeir Ltzen is a I am currently a Team Lead at HCL Belfast, where I manage a Customer Service Team for a banking client. The team I took over had no Team Lead and was in a bad place performance-wise. My team and I are monitored against performance metrics such as CES, AHT, ACW%, TR%, absence, and adherence. Through careful coaching and leading by example, I managed to bring adherence to target (>90%) and absence down from over 15% to under 5%. I also use Excel, Word and PowerPoint to help visualize progress and make sure we are compliant with company policies for addressing adherence and performance. In Amazon Logistics, I was responsible for supervising the operation, leading to a 522% reduction in FSAF from launch to the end of December. My duties include workforce management, coaching, starting shift meetings, linehaul tracking, hourly updates, and liaising with teams to adjust the operation when necessary, resulting in a positive impact on the business, notably improving deliveries to customers. For the 11 months of employment with NOW TV, I worked as a Customer Service Advisor for BB&T for the first 5 months and then moved to the B2B part of NOW, dealing with customer complaints related to billing, technology, unknown charges, and B2B support. My quality of work is measurable, and I consistently performed well, with a quality score of 95 and a compliance score of 100 throughout my employment. As Team Manager for the Norwegian Customer Service agents on the PayPal contract, I was able to demonstrate great success in reducing the team's absence from 14% to an average of under 5%, as well as improving KDI performance with a 5-point jump. I also drove engagement, performance, absence management, and developing future leaders. In addition, I was successful in delivering excellent customer service on time and achieving the targets set by our client.

Oddgeir Ltzen currently works in the Hcl Technologies |

No Languages Available

Oddgeir Ltzen has prior
experience in the following industries:
Amazon Logistics | Firstsource | Dekkmann | Norstat | Lionbridge | Avantas As Anticimex | Manpower

Oddgeir Ltzen has the following professional experience:
Concentrix | Hcl Technologies | Amazon Logistics | Firstsource | Dekkmann | Norstat | Lionbridge | Avantas As Anticimex | Manpower